Make your website a conversation starter with live chat software

Turn your website into a two-way conversation

People come to your website with a goal in mind, but sometimes they need help finishing the task. Live chat support turns any web page into a real-time conversation, so you can quickly answer questions and provide additional information to seal the deal.

Live chat increases the odds of turning prospects into customers. And studies show that live chat has the highest satisfaction level versus other channels. To do it right, choose a solution where web chat is simply another channel to deploy from your all-in-one application — not a standalone solution.

Get win-win-win results with real-time conversations

Increase conversion rates

Maximize your online sales. Live chat is a great way to step in with additional product information and answer questions before they abandon their shopping cart.

Improve customer experience

Help customers get it done by providing real-time, personalized help. Chat makes it easy to fix an issue — without starting over with a phone call.

Improve employee utilization

Customer service agents can handle many conversations using a unified desktop. One click shares URLs, documents or even escalates to a phone call.

Blueprint for success:

Enjoy a live chat tool that’s everything you need

Live chat drives more online sales, increases conversions and raises customer satisfaction. Deploy it as part of an all-in-one contact center solution and take advantage of a single agent desktop, unified data and analytics, and a single administrative application to run it all.

All-in-one omnichannel

As the number of channels you offer continues to grow, so does the complexity of managing them. A pre-integrated omnichannel solution — like the one Genesys provides — puts everything together.

That means one agent desktop and one agent schedule across all channels. There’s one source for data and reporting, and one administrator for moves, adds and changes.

Customer profiles and conversation histories

Give your agents everything they need to make a live chat personal. With Genesys, agents see your website visitors’ profiles and their conversation history, so they have context to tailor the interaction.

Agents also have access to a centralized knowledge base, whisper coaching or conferencing with a subject matter expert to drive first contact resolution.

Proactive engagement

Be proactive. Our live chat tools let you proactively reach out to consumers based on their activity on a web page.

You can trigger that invitations are extended based on business rules, such as customer behavior, agent availability, and customer profile or segmentation. It’s all about connecting at the right moment.

Obsessive security

Credit card and other personally identifiable information can be detected and masked so that transcripts don’t contain sensitive information — or there’s an option to mask in real-time, if that’s your preference. And with authenticated webchat, you can choose to require users to sign in with their credentials before they can start a chat session.

"When they use chat, they see the advisor’s picture. If they call, Genesys intelligence means they usually speak to someone in the same village or town who knows their local situation. So it always feels personal."

Every year, Genesys® delivers more than 70 billion remarkable customer experiences for organizations in over 100 countries. Through the power of the cloud and AI, our technology connects every customer moment across marketing, sales and service on any channel, while also improving employee experiences. Genesys pioneered Experience as a Service℠ so organizations of any size can provide true personalization at scale, interact with empathy, and foster customer trust and loyalty. This is enabled by Genesys Cloud™, an all-in-one solution and the world's leading public cloud contact center platform, designed for rapid innovation, scalability and flexibility.